Summary
Overview
Work History
Education
Skills
Timeline
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CORY SMITH

Houston,TX

Summary

Technical support professional with strong track record of managing and resolving complex technical issues. Proven ability to improve customer satisfaction through efficient problem-solving and clear communication. Team-oriented with focus on achieving results, adaptable to changing needs, and reliable in fast-paced environments. Skilled in technical troubleshooting and customer support, valued for patience and problem-solving abilities.

Overview

17
17
years of professional experience

Work History

Senior Technical Support Representative

WORLDVUE
09.2022 - Current
  • Streamlined ticket resolution process for improved response times and overall customer experience.
  • Minimized escalations by proactively identifying potential challenges and addressing them early in the process.
  • Achieved high levels of customer satisfaction through empathetic listening and timely follow-ups on escalated cases.
  • Maintained a high level of expertise in company products, staying up-to-date on new features and updates to better assist customers.

Customer service specialist

Hays Reucruting
03.2020 - 08.2021
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.

Shift Manager

Aramark/Starbucks
10.2015 - 03.2020
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Improved overall team performance by effectively delegating tasks and providing clear instructions.

Shift Manager

Starbucks coffee
01.2008 - 01.2015
  • Oversees the daily operation of the store. Maintains store appearance and making sure store policies are being followed. Make sure Cash handling policies are being followed, safe verification and daily deposits. Opening and closing procedures are met to standards of management team.

Education

Associate of Applied Science - IT Network Security

Houston Community College
Houston, TX

Skills

  • Remote support
  • Problem resolution
  • Customer support
  • Training and mentoring
  • Incident management
  • Server maintenance
  • System diagnostics
  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Team management
  • CRM software
  • Call center experience
  • Complaint handling
  • Team coaching

Timeline

Senior Technical Support Representative

WORLDVUE
09.2022 - Current

Customer service specialist

Hays Reucruting
03.2020 - 08.2021

Shift Manager

Aramark/Starbucks
10.2015 - 03.2020

Shift Manager

Starbucks coffee
01.2008 - 01.2015

Associate of Applied Science - IT Network Security

Houston Community College

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